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SPACES Model
Anyone using the S.P.A.C.E.S model to track community metrics? I would like to get a benchmark of these metrics for reference. If you don't use this model, what is the best way to obtain relevant metrics through the platform?
jillian.bejtlichAnswer
Helper ⭐️
Mar 26, 2025 2:54 PM UTC
We unintentionally do use SPACES I guess! Specifically for our community, we’re measuring:
S: Potential case deflection volume = Unique Visitors * Deflection Multiplier (I’m using 15% for ours since it seems to correlate with historical data; have used as low as 5% for some communities and as high as 20% for others)
P: # of Feedback Topics; We also generate analytics on specific topics that are of interest to our product team such as views, # of posts, etc.
A: Unique visitors is the primary metric; we do track membership and engagement rate as well, but those are more “for us” metrics than leadership
C: % of user generated content (UGC) = # of posts not by employees / # of posts total; our goal here is to always be above 50% with a goal of eventually getting to 80% - currently at ~60%
E: # of posts and # of members (measured month/month growth, year/year growth)
S: I’d say these are our OKRs which are: self-serve ratio = # of unique visitors to community / # of unique ticket submitters; and audience growth y/y with a goal of at least +10%
Hope that helps!